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Internal Knowledge Management Automation

1 post · Jul 2022

What this trail covers

Grab has evolved its internal knowledge management by implementing an AI-driven system to automate FAQ responses on Slack. This system leverages vendor solutions, starting with a proof of concept and vendor selection based on user voting and technical requirements. The initial rollout focused on prioritizing active Slack channels and educating employees on its usage. The system also includes a feature for crowdsourcing and managing internal glossaries and acronyms, significantly expanding its knowledge base.

All Grab trails
  1. How we automated FAQ responses at GrabThis post details the process of selecting and implementing an AI-driven system (OneBar) for automating FAQ responses on Slack. It covers the initial analysis of on-call engineer time spent answering repetitive questions, the vendor selection process involving user voting on anonymized features, and the proof of concept with OneBar. It also discusses prioritizing Slack channels for the licensed features and the challenges of change management and employee education. A key contribution is the use of the bot's channel-specific KB feature to crowdsource and manage an internal glossary of acronyms and company-specific words, with onboarding employees contributing to its growth.